The customer experience is more than just having a technician show up, complete the job, send an invoice, and call it a day. It’s all about the customer journey – from the time they visit your website to submitting their payment on your customer portal. A positive customer experience is imperative to cement their loyalty. In fact, gaining a new customer costs seven times more than maintaining a current one. CX marketing focuses on improving and personalizing your customers’ experience instead of marketing just to sell your services. Use these tips to help you get started:
More than likely, your website will be the first impression of your brand. If it’s slow or hard to navigate, potential customers will head to your competitor. It should look clean and professional. Also, make it easy for them to find you by utilizing local search engine optimization (SEO), so your company ranks at the top of their search results.
There’s nothing easier than clicking on a button and buying your services directly from your website. You can make it convenient for potential customers by packaging your services and letting them choose which is best for their needs. Additionally, self-scheduling themselves online means they don’t have to wait for someone to call.
Just like with online sales, you should be making it easier for customers to sign up during the doorto-door sales process. A mobile sales app can sign up customers from the field with a smartphone or tablet. Customers can sign digital contracts right at their door and then instantly start receiving service.
Naturally, your technicians are the face of your company. Optimized routes help them arrive at the right place and at the right time, which will make your customers happy. Consider equipping them with field notes on the client, such as the pet’s name or gate code, to build rapport. If it’s possible, using the same technician for the same client will help build relationships.
Use technology to your advantage to create a positive customer experience. Most everyone has a mobile device, so use SMS/text or automated emails to send appointment reminders, past due balances, or renewals directly.
Personalizing your communication will improve your customer engagement. For example, you can customize all of your contracts and include a personalized welcome letter that each customer receives once they sign their contract. Invoices and statements can also be personalized according to the customer and their service treatment plan. Lastly, you can send an automated personalized email or text that lets them know their service is complete.
A comprehensive customer portal gives your clients the power to manage their account when and where it’s most convenient for them – online. Additionally, they can view any documents related to services received, such as renewal notices and contracts. They can also update their payment methods and set up their account for AutoPay.
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